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Consumer's Satisfaction with Community Pharmacies in Sindh, Pakistan.

Yun Jin Kim1, Muhammad Shahzad Aslam1, Syed Muhammad Fahim2

  • 1School of Traditional Chinese Medicine, Xiamen University Malaysia, Sepang, Malaysia.

Journal of Research in Pharmacy Practice
|September 16, 2021
PubMed
Summary

Consumer satisfaction with community pharmacies in Sindh, Pakistan, shows varying levels of contentment with pharmaceutical services, pharmacist skills, and pricing. Key areas for improvement include facility availability and comprehensive patient services.

Keywords:
Community pharmacyPakistanSindhconfirmatory factor analysisconsumer satisfaction

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Area of Science:

  • Pharmaceutical Services
  • Healthcare Consumerism
  • Community Pharmacy Practice

Background:

  • Consumer satisfaction is a critical metric for evaluating healthcare services.
  • Community pharmacies play a vital role in healthcare delivery, particularly in accessible settings.
  • Limited research exists on consumer satisfaction with community pharmacies in Pakistan.

Purpose of the Study:

  • To conduct the first comprehensive cross-sectional study on consumer satisfaction with community pharmacies in Sindh, Pakistan.
  • To develop and validate a theoretical model for consumer satisfaction in this context.
  • To identify key factors influencing consumer satisfaction.

Main Methods:

  • A cross-sectional descriptive study involving 415 participants from the general population of Sindh, Pakistan.
  • Confirmatory factor analysis to validate the factor structure of pharmaceutical services (PS), skill of pharmacists (SKP), non-pharmaceutical services (NPS), and pricing (P).
  • Pearson correlation, Kendall's tau, and Spearman's rho analyses to determine relationships between satisfaction factors.

Main Results:

  • A 23-item scale with four factors demonstrated acceptable psychometric properties (RMSEA=0.076, Cronbach's alpha=0.787).
  • Participant satisfaction varied: 56.4% with pharmacist attitude, 67.2% with medication receipts, 41.4% with prescription drug services, and 51.8% with weekend/holiday availability.
  • Significant correlations were found among PS, SKP, NPS, and P.

Conclusions:

  • The study confirms interrelationships between pharmaceutical services, pharmacist skills, non-pharmaceutical services, and pricing.
  • Identified deficiencies in community pharmacies in Sindh include a lack of consultation rooms, immunization services, and medication record-keeping.
  • There is a need to enhance facilities and services to improve overall consumer satisfaction in community pharmacies.